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Kudos0

Why can't my Norton Web Protection be updated?

Hello all,

Whenever I run Live Update, I always get the annoying message "X Failed to Complete." The only item that keeps failing to complete is The Norton Web Protection; with other updates, I don't have any problem. This has happened since I first installed Norton onto my computer. Is it because of Windows 10 running on my computer?

Any help would greatly be appreciated. 

Replies

Kudos0

Re: Why can't my Norton Web Protection be updated?

Hello,

I have been having an on-going issue with Live update for over two weeks on both my computers (windows 10 and windows 8.1). Both have some updates failing (including Sonar, Web Protection Definitions and IPS). I have been in contact with Norton several times (both by phone and by online chat), who have retrieved error logs etc., but no luck. I can download updates fine via the intelligent updater, just not by live update. 

I have reinstalled Norton, but still does not work.

Is anyone else having issues at the moment?

Thanks,

Andrew

Accepted Solution
Kudos0

Re: Why can't my Norton Web Protection be updated?

Hi @Suka Sanjaya & @Andrew LM,

Thanks for reporting in Norton Community Forums.  Could you please provide below details for further investigation?  I have sent you a private message requesting for logs for further analysis. 

- Norton product name and version number installed

- Operating system (32/64bit)

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Why can't my Norton Web Protection be updated?

Hello,

The logs have already been submitted (a Norton representative took control of my computer, twice!), but I have not heard anything back yet.

Thanks,

Andrew

Kudos0

Re: Why can't my Norton Web Protection be updated?

Hello,

Just to confirm, both my PC's are 64bit, the Windos 8 pc is running Norton security 22.11.2.7.

Thanks,

Andrew

Kudos0

Re: Why can't my Norton Web Protection be updated?

Hi,

Product name: Norton Security

Version installed: 22.11.2.7

Operating System: Windows 10 (64 bit) (latest version)

I also tried the Intelligent Updater, but it didn't work. I even tried Remove and Reinstall program (as suggested by the Norton support rep and remotely done by the rep), still didn't resolve the problem.

I hope this time the issue is resolved. Thanks for your help,

Nyoman 

File Attachment: 
Kudos0

Re: Why can't my Norton Web Protection be updated?

Hi Sunil,

Here is the log file that you requested. Hope this can resolve the problem.

Thanks so much.

Nyoman

Kudos0

Re: Why can't my Norton Web Protection be updated?

Hello Sunil,

Here is the log file you requested. I believe Norton has the log files for my home pc, not for this pc. I hope this helps - the live updates are not working at all now.

Thanks,

Andrew

Kudos0

Re: Why can't my Norton Web Protection be updated?

Hello!

Just an update - I have just been able to use Live Update on my work pc (the one the log files are for). I will try at home later (home pc), but it is certainly working now at work!

Thanks,

Andrew

Kudos0

Re: Why can't my Norton Web Protection be updated?

Hello,

Just want to inform you that my problem ("Norton Web Protection could not be updated") has been resolved. When I run Live Update everything now gets updated including Norton Web Protection. 

Thank you Norton Team.

Nyoman

Kudos0

Re: Why can't my Norton Web Protection be updated?

I have been having the same issue as well just last night got it, a few days ago

seem to be fine than every few days this " failed update" issue reappears for some reason

and a reinstall does not fix the issue at all

the tech support don't seem to know either on why or how to fix this

I also get logged out of program every now and than as well ( top of program has signed in ( email address)

Kudos0

Re: Why can't my Norton Web Protection be updated?

If you are only seeing one item failing occasionally, it is often just a communication issue. If you are still getting other updates, the failed update should eventually come through. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Why can't my Norton Web Protection be updated?

you fail to recognize this should not be happening

they don't seem to want to fix or even try to help with issue ( tech support)

when it happens weekly or more I wouldn't call that something to just ignore

the issue is on there end

Kudos0

Re: Why can't my Norton Web Protection be updated?

I do understand that we need updates to work.

Is it always the same module that fails to update for you? ie SDS Definitions, or some other type of update? If it is only one update within a Liveupdate run, does it update correctly if you try again in a little while?  There are times where users have an issue with one specific update. The telemetry Norton receives lets them know there is a problem, and they will resubmit the update to the update servers to fix the problem.

We only have to worry if a specific update fails for an extended period of time. Over one day. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Why can't my Norton Web Protection be updated?

In my case, the same thing always could not be updated (Norton Web Protection) and that happened since the first time I installed Norton. I had the problem for around one week. Initially I thought the problem would go away after a couple days, but it didn't. Then I reported the the problem to Norton, and they asked me to send a log file (and I did). One or two days after I sent the log file, when I ran Live Update again, I remember I had to download a large file (a 100+ MB file). Since then everything has been okay. I believe the big file (I don't know what it is) was the fix. 

Kudos0

Re: Why can't my Norton Web Protection be updated?

Suka Sanjaya

The 100+ MB file would probably have been the update to the new 22.12.x.x. version of your Norton product.

As that changed a lot of files in your Norton installation, it may have also fixed the update issue for your system.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Why can't my Norton Web Protection be updated?

i wonder if any Norton staff takes the time to read just a small amount of the comments added to this site? if they did they would be looking for a new job. there production 'liveupdate' is really dead update.....Norton take note - your product sucks

Kudos0

Re: Why can't my Norton Web Protection be updated?

had another update fail last night ( sonar this time ) according to the history its a security module error or whatever ( in feedback submitted)

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